Job Description
The Level 2 Technical Support Engineer
Provides advanced technical troubleshooting and resolution for complex broadband, network and service-related issues escalated from Level 1 support. Focuses on deeper diagnostics, network analysis and coordination with internal engineering teams to ensure service restoration within SLA targets.
Key Responsibilities
1. Advanced Troubleshooting
- Handle escalated incidents from Level 1 support.
- Perform deep-dive analysis of internet, fiber and network related issues.
- Investigate intermittent connectivity, packet loss, latency and service degradation.
- Analyze logs, monitoring tools and network performance data.
2. Network & Service Analysis
- Perform advanced diagnostics on ONT, routers and ISP network components.
- Validate DHCP, DNS, PPPoE, VLAN and routing configurations.
- Work closely with Level 3 Support for real-time netw...
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